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01.12.2014 | Research article | Ausgabe 1/2014 Open Access

BMC Health Services Research 1/2014

Service quality assessment of a referral hospital in Southern Iran with SERVQUAL technique: patients’ perspective

BMC Health Services Research > Ausgabe 1/2014
Teamur Aghamolaei, Tasnim Eghbal Eftekhaari, Shideh Rafati, Kobra Kahnouji, Shamsieh Ahangari, Mohammad Esmaeil Shahrzad, Ataollah Kahnouji, Seyedeh Hamideh Hoseini
Wichtige Hinweise

Competing interests

The authors declare that they have no competing of interest.

Authors’ contributions

TA: Developed the concept. Designing the study. TEE: Technical and Scientific editing of the manuscript. SR: Analyzed the Data. KK: Developed the Main Concept, interpreted the data. Writing the manuscript SA: Reviewed the literature. MES: Translated the manuscript. Review of the literature. AK: preparing the draft. SHH: Data collection. All authors read and approved the final manuscript.



Providing services to patients according to their expectations and needs is necessary for the success of an organization in order to remain in the competitive market. Recognizing these needs and expectations is an important step in offering high quality services. This study was designed to determine the service quality gap of the main hospital of Hormozgan province.


This cross sectional study was conducted in 2013 in Bandar Abbas ShahidMohammadi Hospital in the south of Iran. All 96 participants of this study were provided by SERVQUAL questionnaire. Data was analyzed by Wilcoxon and Kruskal-Wallis tests.


Service quality gaps were seen in all five service quality dimensions and the overall quality of service. The mean of quality perception score and quality expectation score was 3.44 ± 0.693 and 4.736 ± 0.34, respectively. The highest perception was in assurance dimension and the highest expectation was in Responsiveness and assurance dimensions. Also, the lowest perception was in responsiveness dimension and the lowest expectation was about empathy. In this study, 56.1% of participants defined the quality of services as average.


According to the results, this hospital was not able to meet patients’ expectations completely. Therefore, action must be taken to decrease the gap between the perception and expectation of the patients.
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